Event-Driven Queue Actions Reference

Objective

An Action Bot is a mechanism that facilitates event-driven queue actions. It triggers based on specified conditions, such as:

Trigger Type: Event
Subtype: Queue (specific, multiple, or all queues)
Events: Clear Call, Entered Queue, Answered Call

For example, a Clear Call event occurs once an interaction is handled and completed, passing important information like interaction notes or dispositions. Similarly, an Answered Call event returns the agent's name. These returned data values can then be passed into Salesforce when selected from the appropriate data source.

This guide provides an example with step-by-step instructions on passing interaction notes and end type dispositions from Sharpen into a Salesforce Task.

For further assistance with Action Bots or to explore additional use cases, please refer to the following guide: Action Bots

For more information on additional event locations, such as Clear Call or Answered Call, please refer to this document: Queue Interaction CurrentLocation Reference

Step 1: Navigate to Logic & Actions

Go to Admin → Configuration → Logic & Actions.
Click New Action in the top-right corner.
Enter a name and description for your Action Bot.

Step 2: Configure Trigger Settings

Set the Trigger Type to Event.
Under Event Settings, choose:
- A previously set-up queue,
- Multiple queues, or
- All queues, depending on where the trigger should apply.
Note: The Action Bot will only trigger on the queues specified in this setting when a Clear Call event occurs.
Select the Events:
- Answered Call
- Enter Queue
- Clear Call (For interaction notes and dispositions, select Clear Call.)

Step 3: Configure Data Sources

Select Data Source as Sharpen → Queue Call Manager Activity.
Add the following Fields:
- Queue Call Manager ID
- Callback Number
- Click the green Add button to include these fields.
Under Filters, select AND and set:
- Queue Call Manager ID is not empty.
- Agent Name is not empty.

Add Another Data Source

Click the Add button next to Data Source.
Select Sharpen → Queue Activity.
Add the following Fields:
- Interaction Notes
- Call Type
- End Type
Under Filters, select AND and set:
- Queue Call Manager ID → paste %%queueCallManager__QueueCallManagerID%%.
Note: This value can be found under Actions on the left panel by selecting Queue Call Manager ID from Queue Call Manager Activity.

Step 4: Configure the Action to Send Data to Salesforce

Click Add Action and select URL.
Enter the Logic+ flow URL that you would like to utilize.
- Format the URL based on your isolation zone:
  - IZ0: https://api.sharpen.cx/v1/logics/[your-LogicPlusID]/execute
  - IZ1: https://api.iz1.sharpen.cx/v1/logics/[your-LogicPlusID]/execute
Set Request Method to POST.

You can find your LogicPlusID by navigating to Admin → Configuration → Logic+, selecting the desired flow, and clicking Open. The LogicPlusID can be referenced within the URL in your browser, as shown in the provided screenshot.

Step 5: Configure Headers

Under Header, click Add twice to create three headers.
Leave the first header blank.
Set the remaining headers as follows:
- X-API-SECRET:<yourSecretHere>
- X-API-KEY:<yourKeyHere>
Note: These keys were previously generated from the Sharpen API Gateway article - API Gateway Setup.

Step 6: Configure JSON Parameters

Under JSON Params, enter the following payload:

{
  "customVariables": {
    "qcmid": "%%queueCallManager__QueueCallManagerID%%",
    "cidNumber": "%%queueCallManager__CallbackNumber%%",
    "callType": "%%queueCDR__CallType%%",
    "endType": "%%queueCDR__EndType%%",
    "interactionNotes": "%%queueCDR__InteractionNotes%%"
  }
}

Step 7: Save and Activate

Click the Save button at the bottom of the page.
Return to the Logic & Actions page.
Locate the newly created Action Bot by selecting its name.
Once the page loads, click Activate (top-right corner).
Click Save again at the bottom of the page.

Activation may take up to 15 minutes as the system processes and deploys the Action Bot.